Last week, Carlson Wagonlit Travel (CWT) announced record traveler satisfaction scores for 2013. According to Carlson, customer feedback from via CWT Listens, reflect unparalleled CWT performance.
Overall, the percentage of satisfied customers last year improved from 84% to 90% for CWT North America, while similar results were obtained in CWT’s other markets. CWT Listens is now in its 7th year, according to CWT. Backed by a dedicated customer experience team, in 2013, 1.9 million CWT Listens survey invitations were sent to CWT’s travelers following their travel booking with CWT.
Berthold Trenkel, executive vice president, Traveler Services, offered this comment on the results:
“We are delighted with 2013 record results, which recognize how CWT’s travel counselors are willing to go the extra mileto deliver the perfect trip to our travelers. CWT’s commitment to improving traveler experience has always been our primary mission and we are delighted that we are not only exceeding the industry’s best-in-class performance figures but also do extremely well compared to other service industries that operate in the B2C business space.”
In other CWT news last this month, CWT Meetings & Events , announced having expanded into China’s rapidly growing meetings and events (M&E) market.
CWT is a global leader specialized in managing business travel and meetings and events. CWT serves companies, government institutions and non-governmental organizations of all sizes in more than 150 countries and territories. By leveraging both the expertise of its people and leading-edge technology, CWT helps clients derive the greatest value from their travel program in terms of savings, service, security and sustainability. The company is also committed to providing best-in-class service and assistance to travelers. In 2013, sales volume for wholly owned operations and joint ventures totaled $26.9 billion. As part of its commitment to responsible business, CWT is a signatory of the United Nations Global Compact Ten Principles. For more information about CWT, please visit our global website atwww.carlsonwagonlit.com. Follow us on Twitter @CarlsonWagonlit.